Self-Service Deflection Performance Trends
Customer demand for support is on the rise, with no indication of a future slowdown. Support and Success leaders universally agree: Effective self-service deflection is critical to meeting this demand. Is it working? Here’s a look at self-service deflection performance trends over the past decade.
For the past decade, reported self-service deflection has averaged 22.2%. In 2020 self-help deflection stood at 19.8%. The industry trend for deflection has sloped down (-.5%) during the last decade; in the past year (2019 to 2020) average deflection rate has dropped 3.7%.
Self-Service Deflection Performance Trends 2010-2020
That stubborn 20% Self-Service deflection ceiling
There is no single reason that deflection appears pegged at 20%. This may indicate that there is a practical limit caused by the confluence of the elements that make defection possible:
- The percent of Support issues that are known and can be adequately documented.
- The willingness of customers to fully accept an answer without verification by a human.
- The limits of aligning available answers to unique customer circumstances with available search, AI, and automation tools.
If we are truly going to increase deflection, then we need to address and improve all three of these factors simultaneously.
Ready to improve the impact of self-service in your organization?
We’re here to help you get the answers you need.
Reach out anytime to get answers and insights about the best ways to define and measure the effectiveness of self-service initiatives. Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time to talk.
The Support organization encompasses extensive experience and expertise about how to use and apply products. Access to this Support knowledge is the primary reason customers contact Support. This article explains how companies can maximize the return on the creation and distribution of Support knowledge.
The use of Self-Service deflection as a basis to justify investments in Self-Service fosters an expectation that it is only capable of reducing costs. This article explains why Self-Service is vital to a successful service strategy and delivers benefits well-beyond cost reduction.
Self-Service deflection can provide both benefits as well as some unintended consequences. This article introduces what to expect from self-service deflection and how to prepare for possible consequences.
Self-Service deflection is the rate at which self-help and automated resources satisfy customers’ service demands that would otherwise be handled by assisted service staff. This article introduces a concise definition for self-service deflection and lays out six steps to reliably measure this metric.
Self-service is essential for companies meet growing support demand but should not be the only strategy companies rely on to scale support delivery. This article assesses the state of self-service tech support and examines the use of self-help and service automation.
How do you accurately measure self-service deflection rates? In this post, ServiceXRG CEO Tom Sweeny outlines a highly reliable deflection metric that you can put to work now.